Ombudsman Analyst I | Realize

Description

Job Summary: Opportunity to handle ombudsman-related requests, ensuring proper analysis and appropriate case routing, while supporting the team in organizing information and meeting deadlines. Key Highlights: 1. Customer complaint handling and resolution with analysis. 2. Interaction with internal departments to resolve cases. 3. Identification and suggestion of improvements to operational workflows. Opportunity to handle ombudsman-related requests, ensuring first-level analysis and appropriate case routing. Support the team in organizing information and meeting deadlines. **Responsibilities and Duties** * Handle and resolve customer complaints and requests, applying analytical skills to identify response alternatives that increase success rates in regulatory agency (BACEN) rulings; * Register and analyze customer feedback, ensuring correct service flow; * Monitor and update request statuses, ensuring clear and accurate communication with customers; * Interact with internal departments to obtain information and resolve cases; * Contribute to maintaining the Ombudsman’s knowledge base by documenting learnings and improvements; * Identify and suggest changes to the institution’s operational and service workflows; * Analyze the full context and customer experience leading up to the complaint to identify conflict-resolution solutions; * Support the preparation of operational reports and updating of departmental metrics. **Requirements and Qualifications** * Completed or ongoing undergraduate degree in Administration, Law, Economics, Accounting, or related fields; * Ombudsman certification (can be obtained after hiring); * Strong verbal and written communication skills for accurate documentation of feedback and interaction with customers and internal departments; * Organizational skills and attention to detail to ensure accurate registration and tracking of requests; * Basic knowledge of CRM tools and ticketing systems; * Ability to work collaboratively and adapt to diverse scenarios. **Preferred Qualifications** Experience in the Banking Sector and prior ombudsman experience (BACEN, PROCON, official letters); Knowledge of Central Bank regulations and consumer protection legislation; Experience analyzing information and interpreting data; Intermediate Excel and Power BI skills to support metric organization. \#LI\-KS1 **Additional Information** **Internal applications until 11/11\.** Porto Alegre/RS \- Hybrid model. You dream, we make it happen! Realize CFI – Credit, Financing, and Investment – is the financial institution of Lojas Renner S.A.’s Fashion and Lifestyle Ecosystem, created to meet customer needs through products or services offering benefits and differentiation. Currently, we operate the Renner Card and Meu Cartão, enabling purchases both within and outside the group’s brands, as well as Quick Cash Advances and Insurance. Designed to be transparent and engaging instruments, delivering comprehensive solutions for fashion and lifestyle consumers. If you’re passionate about learning, sharing, and teaching; if you value respect, diversity, and inclusion—you belong here. Join our team of 24,000 collaborators united to delight customers alongside the Realize, Camicado, Renner, Youcom, Ashua Curve & Plus Size, and Repassa brands. So, are you ready to drive this transformation with us? \#OQueTeEncantaNosEncanta